Consumer dissatisfaction structure - e-logistic perspective: Lithuania case

Abstract

With the growth of e-commerce, most of the shippers, especially multi-channel shippers, are just starting to develop their own distribution network infrastructure. Since year 2000, e-commerce started to expand rapidly with the 'pure-play' (online only) retailers, which enabled establishing of e-fulfilment distribution networks. Certain products specific brings additional challenges for e-commerce and e-supply chain. In this article, the consumer perception and understanding of e-logistic services and quality of these services in e-commerce satisfaction or dissatisfaction structure of Lithuania consumers will be analysed, not taking into account specifics of certain products. Methods of comparative analysis, questionnaire, and statistical data analysis will be employed.